Senior Service Desk Analyst

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

As a Senior Service Desk Analyst, you will play a key role in providing advanced technical support to end-users, ensuring the smooth operation of IT systems, and contributing to the overall efficiency of the organization. Leveraging the expertise, you will troubleshoot complex issues, mentor junior team members, and collaborate with cross-functional teams to enhance the quality of remote support services. You should be able to identify, capture, and organize information as knowledge assets for knowledge sharing. Support window includes all 24/7 office users as well as remote users at home location (WFH)

As Senior Service Desk Analyst, You Will…

Provide expert-level technical support for hardware, software, and network-related issues

Diagnose and resolve complex problems efficiently, ensuring minimal downtime for end-users

Mentor and guide junior support analysts in problem-solving, troubleshooting techniques, and customer service best practices

Conduct training sessions to enhance the skills of the remote support team

Manage and prioritize escalated support issues, ensuring timely resolution and effective communication with end-users

Collaborate with other support tiers and departments for seamless issue resolution

Maintain accurate and detailed documentation of troubleshooting steps, solutions, and best practices

Contribute to the development of a knowledge base and ensure its accessibility to the support team

Optimize the use of remote support tools and technologies to enhance efficiency in issue resolution

Stay informed about the latest advancements in remote support tools and recommend improvements

Uphold a high standard of customer service, ensuring positive interactions with end-users

Address and resolve challenging customer situations professionally and efficiently

Identify opportunities for process improvement and actively participate in the implementation of new tools and methodologies

Provide insights and recommendations for enhancing the overall remote support strategy

Ensure adherence to cybersecurity best practices in remote support activities

Stay informed about emerging security threats and implement measures to safeguard systems and data

Improve existing processes through process gap analysis, reduction of process redundancies, enforcement of risks and controls and proposing automation

Develop reporting mechanisms to measure ongoing performance and bottlenecks

Provide accurately and timely information to users in accessible formats

Act as a liaison from Service Desk to L0 Service Desk and all other departments and business units

Coordinate the knowledge article feedback to review the comments and assign to the knowledge or process owner to review the article

Recommend improvements to the Knowledge or process owner

As Senior Service Desk Analyst, You Have…

Must be a full time technical graduate

Must have a minimum or 3-5+ years of experience in IT service Desk Operations and Technical Troubleshooting

Must have good logical probing, understanding and troubleshooting skills

Good to have experience in working on ticketing system tools like Jira, Service Now or Remedy

Experience with remote support tools and technologies

Familiarity with IT service management (ITSM) processes and tools

Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are a plus

Must have exceptional English written and verbal communication skills

Concentrated, hands-on experience in installing, diagnosing problems and training customers in the use of software and hardware

Hands on experience on Windows OS, AD, User Administration along with other complex issues related to system, Network, Proxy and VPN

Hands on experience in Major Incident Management

Excellent knowledge of technical management, information analysis, and of computer hardware/software systems

Experience in knowledge management content development (create, edit, validate and manage knowledge articles) or technical writing

Clarity and understanding of process management and Process Improvement

Excellent collaboration, facilitation and training skills

Ability to follow SOPs and resolve issues

Self-motivated and should have the ability to multitask with ability to think and act independently

Strong critical analytical skills, excellent customer service skills

Strong relationship-building skills, can network and work well with remote stakeholders

Typing speed of a minimum 30 words per minute

Ability to speak Spanish is plus but not compulsory

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.